ANALISIS KUALITAS LAYANAN E-GOVERNMENT DENGAN MENGGUNAKAN E-GOVQUAL MODIFIKASI (STUDI KASUS: DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA PANGKALPINANG)

PERNANDA, FANDY and Wedhasmara, Ari (2023) ANALISIS KUALITAS LAYANAN E-GOVERNMENT DENGAN MENGGUNAKAN E-GOVQUAL MODIFIKASI (STUDI KASUS: DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KOTA PANGKALPINANG). Undergraduate thesis, Sriwijaya University.

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Abstract

The Pangkalpinang City Population and Civil Registration Service provides online services in the implementation of E-Government, namely in the form of a linktree service and the Pangkalpinang city Disdukcapil website where the Disdukcapil website is used by Pangkal Pinang City residents to obtain information about population administration services and linktree services provide regarding population administration management in the city Pangkal Pinang to make it easier for residents to make letters and documents. However, in order to improve maximum service to the community through E-Government and find out any deficiencies on the website as evaluation material in the website development process in order to provide services that satisfy users. So feedback is needed for the Pangkalpinang City Government, namely by analyzing the service quality of the Pangkalpinang City Government website on end user perceptions. With this assessment, it is hoped that it will become a recommendation for improvement for the Disdukcapil website which is expected to be effective in improving the quality of public services and efficiency in managing population administration and increasing the level of website usage by residents of Pangkalpinang City. The purpose of this study is to determine what significant factors influence the quality of service from the Disdukcapil Government of Pangkalpinang City using the Modified E-Govqual method based on the perspective of the end user of the Disdukcapil online service by distributing questionnaires to 85 respondents. The data was processed and analyzed using the SmartPls application by carrying out several stages, namely by testing the validity of the questionnaire using convergence validity to be calculated using outer loading and then using discriminant validity which was used using cross loading to determine whether the questionnaire was valid or not. Furthermore, a reliability test is carried out using composite reliability with the provisions of the Cronbach alpha value, and if it is considered valid and reliable, the next stage is to evaluate the inner model used to determine the effect of the relationship between constructs and proceed with determining the hypothesis using path analysis, namely the path coefficient. This study found that the Citizen Support variable has an effect on the user satisfaction variable. The Ease of Use, Trust, Functionality of The Interaction Environment, Reliability, and Content & Appearance of Information variables have no effect on user satisfaction variables.

Item Type: Thesis (Undergraduate)
Subjects: T Technology > T Technology (General) > T57.6-57.97 Operations research. Systems analysis
Divisions: 09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User: Fandy Pernanda
Date Deposited: 01 Aug 2023 05:51
Last Modified: 01 Aug 2023 05:51
URI: http://repository.unsri.ac.id/id/eprint/124543

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